Senior Customer Interactions

MAIN JOB PURPOSE:

To ensure seamless & efficient customer service (internal and external) through effective collaborations with cross functional teams to ensure the business needs/ targets are fulfilled. Focus on adapting new processes and technology to enhance customer experience ensuring efficiencies. To manage projects to implement or roll out new or changed customer service processes. To manage master data and SAP updates to ensure materials are ready for operations

YOUR ROLE & RESPONSIBILITIES:

1. Customer Interaction:

• Orchestrate the service relationship, acting as primary contact for assigned customer accounts - Analyze account history, understand the supply needs, help make decisions to optimize orders and product deliveries
• Provide information on orders, supply availability, timing, updates on products, programs, etc.
• Reach out to customers and sales team for missing Customer Master data information to process categorized sales orders
• Seek customer feedback to track satisfaction level and identify solutions to improve experience - Resolve any immediately addressable requests/ queries from customers and sales team via phone, email, etc.

 2) Case Management:

• Receive and route queries by raising and closing tickets on the SFDC platform (OCV/CRM) within defined SLA
• Receive & resolve queries related to order/invoices within defined SLA
• Order management – unstructured orders viz consignment sales, export orders, demo orders, CKA orders, delivery complaints, etc.
• Documentation and communication for complaints & errors related to orders and delivery
• Issue e-invoice on all orders, track and report accordingly.
• Manage, record all complaints cases on platform
• Manage product allocations required

3) Collaboration:

• Involve the Customer Operations team and other functions for resolution of non-immediately resolvable requests
• Support sales, supply chain and other functions with customer information such as invoice acknowledgement, missed orders and others

 4) Customer Experience:

• Ensure services based on customer prioritization with efficiency
• Support training on new processes, tools, and systems related to supply chain and help customers to adopt accordingly
• Identify the gaps and improvement areas to increase the operational efficiency and customer experience.
• Help onboard new colleagues, provide function-specific peer-to-peer training
• Drive satisfaction surveys at customer level related to order management

5) Projects Management:

• Manage new projects and initiatives apply by Customer Service team
• Play role as Super users and project coordinators
• Provide training to other users - Analyze, report data
• Present project highlights - Lead CI team

6) Master data co-ordination:

• Gather master data information and send the template to the Regional Master Data team for global view creation.
• Maintain SAP by completing the sales view and MRP for ready-made goods
• Track and follow up on the maintenance status of new material codes.
• Coordinate with all stakeholders to ensure that materials are ready for further operational steps

YOUR KEY SKILLS & QUALIFICATIONS:

• University graduate major in Business Administration, Supply Chain, Logistics, Economics
• 5 years of experience in Customer Service, Supply Chain Management, or related fields
• Knowledge of SAP SD module and MS Office is must
• Knowledge/ experience on E-invoice system is an advantage
• Customer focus and relationship management, results orientation, collaboration, agility, flexibility, integrity, business insight
• Good oral and written communication skills
• Fluent in English (and local language) is a must